Premium Relationship Manager (Senior Fashion Consultant)

Job Description

Job Purpose:To help the customers in identifying and purchasing required goods and services, and also to encourage the customers to purchase a greater range of products. Relationship management features with service response based on customer input, one-to-one solutions to customers requirements, direct communications with customer that help customers solve their questions.Accountabilities:Customer Service
• Greet the customers and ascertain the customer needs and wants
• Help the customer in finding the right apparel within the store
• Answer any customer query regarding the store, products and services
• Explain the CRM program to the customers
• Ensure thank you calls done as per SOG / Ensure timely delivery of merchandise post alteration to customer house as per deadline
• Ensure customers satisfaction as per Set Behaviors - create moment of delight to customers and send stories to SGM - positive or negative
• Register every customer into the CRM system and link his purchase
• Feed in customer information gathered during interaction into the CRM system on a daily basis to enrich quality of database and information about customers
• Executes callouts on a specific business requirement - do after sales calls
• Remember special Occasions
• Ensures all thank you calls are made by other members / ensures all customers deliveries are made on time to customers / alterations timelines followed with tailor / registers maintained for alteration / home delivery
• Ensure customers satisfaction as per Set Behaviors - create moment of delight to customers and send stories to SGM - positive or negative
• Drive GSPS for the store and ensure checks on teams
• Displays a superior understanding of consumers interaction with our service delivery process. makes a callout list depending on business needs with clear goals - does spot audits on crew making calls - calls customers to do audit on other callouts
• Understand new relationships and work to delight them - Also know information on old customers whose relationship had been strong
• Manage all concierge needs of the client
Visual Merchandising
• Implement the plan along with the VM implementer
• Make the VM changes at the suitable times periodically
• Replenishment of the stocks to maintain VM Norms
• Crew to check areas before leaving for the day Maintain VM Guidelines
• Change section as per store VM direction
• Stock ones sold should be replenished from BOH
• Trail room recovery to be done as soon as customer leaves the store
Cash Management
• Cash and Credit Card Settlement
• Manage the point-of-sale processes including software operation
• To check fake notes while doing a transaction
• Accurate billing /Exchange /Return /discount processes to be followed
Standard Operating Procedures
• Ensure Global Count of the entire merchandise present in the store
• Recording the manual transactions done the previous day into store (day open)
• Make and mail the daily sales reports to the regional manager
• Self-appraisal to be submitted to the FM
• Co-ordinate with the other stores on AIOS for the garments
• Garment alteration measure to be taken in certain cases
• Timely follow-up & closure of defect and service garments
• Adhere to 3 minutes billing process
• Daily counts to be done for areas allocated
• Check individual areas for missing tags /wrong barcoding
• Prepare section of stock audit by doing global count and part of stock audit process
Sales targets
• Meet the individual targets set by the floor manager
• Act as a team-player in increasing the sales of the store
• Achievement of KPIs /category revenue / GSPS revenue/ MTM Revenue
• Generate 80% of business from outside the store

Keyskills :
luxury brand marketingluxury retail